Aiden Raphael

My priority as a Shift leader is to be available as a 2nd line of support to agents. The aim is to
ensure that we are always providing exceptional customer service, and to quickly identify hot
issues. This includes but not limited to, resolving complex cases, managing accounts, diligently
reporting any site, campaign or promotional related issues across multiple brands and markets,
directly to the brand teams or 3 rd party providers where necessary. In addition to these
responsibilities, I play a key role in educating support agents by providing on the spot
constructive feedback, in accordance with our internal policies.

During my time as a Senior agent, although my main responsibilities were handling customer
queries via live chat, email & phone. I co managed the
onboarding of new agents. Helping to mentor and train the newest team members, I ensured
high quality performance, and that procedures and policies were followed. I also assisted in
reviewing accounts and adding customer bonuses upon request, as well as preparing daily
recaps for management to provide insights and feedback about the team’s overall performance.

As a support agent, I was responsible for maintaining the company’s high standards while
assisting customers with their queries via live chat, email & phone. I acquired great knowledge
and skills that formed the foundation of my development in the industry, which contributed to
delivering an exceptional customer experience.